AccountabilITis looking for a NOC Analyst to join our team in Scottsdale, AZ or Little Rock, AR. TheNOC Analyst handles alerting of network, server, storage and active directoryrelated problems and works to resolve them. They analyze the problem and,depending on problem complexity and resolution time constraints, either solvesit or seeks help. The NOC Analyst utilizes support from technical expertswithin the organization and third parties, as required, to resolve a problem.The NOC Analyst takes responsibility for handling incidents and following themthrough completion or escalation. Upon successful resolution, he/she finalizesthe task according to company policies for incident management. Job duties alsoinclude recording the problems encountered and techniques used to solve it forfuture reference. NOTE: This position also will include shift differential pay on top of hourly rate, based upon shift and candidate will need to be flexible for nights or weekends.
EssentialFunctions:
Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner
Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification
Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system
Sets end-user expectation regarding the type and timeliness of service to be provided
Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests
Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs
Must be able to work flexible hours as needed
RequiredQualifications: Minimum 2-year Associates degree or relevant certifications
1+ years of production experience in a Network Operations Center
Microsoft Windows Server and Active Directory support experience
Experience in the use of VMWare, Hypervisor and other virtualization technologies
Provide Cisco and Fortinet network hardware appliance support including switches, routers and firewalls
Experience with use of ticketing systems such as Autotask or ServiceNow
Experience in the use of network management software (HP SIM, Dell OpenManage, Microsoft System Center, SolarWinds Orion)
Provide Microsoft Exchange support
Provide thin client technology support (Citrix and Microsoft Remote Desktop Web Access)
Provides fundamental information technology/systems support and serves as "front line" response to customers via phone, email, and remote connectivity assistance
OtherQualifications: Microsoft MCP or Cisco CCNA certification preferred
Must be available to work a flexible shift schedule
Demonstrate ability to diagnose and troubleshoot problems in an effective manner
Be highly motivated
Demonstrate excellent interpersonal skills
A positive professional attitude with strong background in customer service is a must
Excellent interpersonal and communications skills (verbal and written)
Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required
Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue
Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist
Handling all calls and requests with high emphasis on a friendly, professional customer-service attitude
